Decagon

Founding Support Lead

San Francisco · Full-time

Sponsorship not specified$144k-$180kDetected 7 days ago

Agentic AIIncident ResponseAccount ManagementCustomer SupportZendeskCommunication

About the role

You will start close to the work, personally resolving customer issues across our accounts to learn the product, the failure modes, and the customer base better than anyone.
You decide how to sequence, staff, and scale each of these as demand grows.
This is a founding role for a builder, not a caretaker.

the chance to define what world-class support looks like for the AI agent era, and to build the function that delivers it.
become the trusted first point of contact so our forward-deployed teams can focus on deployment and expansion rather than triage, and partner with them on a clean escalation path.
As the Founding Support Lead, you own this function end to end.
Support is how we honor that trust.
Decagon is the leading conversational AI platform empowering every brand to deliver concierge customer experiences.

Genuinely technical and integrations-savvy.
You can debug API and authentication issues (rotated credentials, tokens, webhooks), reason about how systems connect (for example ticketing platforms like Zendesk), and tell a Decagon problem apart from an upstream one.
A systems-thinking mindset is essential.
A builder's instinct.
You are energized by ambiguity and a blank page.
Excellent communication and judgment.
You can explain a technical issue clearly to a frustrated stakeholder, know when to escalate, and follow through until the issue is fully resolved.
Hands-on experience with enterprise integrations (APIs, webhooks, ERPs, CRMs, ticketing and payment systems) and the ways they break in production.

These benefits are described in more detail in Decagon's policies, may vary by location, and can change at any time according to applicable compensation and benefits plans.

Take what you need vacation policy (subject to local requirements; UK employees receive 25 days of statutory leave)
Medical, Dental, and Vision benefits for you and your family
Life Insurance and Disability Benefits
Retirement Plan (e.g., 401K, pension)
Parental Leave
Fertility and family building benefits through Carrot
We proudly offer the following benefits for our full-time employees:
These benefits are described in more detail in Decagon's policies, may vary by location, and can change at any time according to applicable compensation and benefits plans.

Decagon powers customer experiences for some of the largest and most demanding enterprises in the world, across financial services, travel, healthcare, and retail.
As AI agents become the primary way these companies run their customer relationships, keeping those deployments healthy, responsive, and always-on is as mission-critical as the agents themselves.
We are building the function that sets the benchmark for enterprise support in the
as volume justifies it, recruit, onboard, and lead the support team, growing from an individual contributor into the leader of the function.
A track record of ownership in high-stakes, fast-moving environments, staying calm and decisive during incidents and escalations with demanding enterprise customers.
We are building the function that sets the benchmark for enterprise support in the AI era: the team the world's most important brands rely on to keep their agents performing at the highest level, at any hour.

This listing is sourced directly from Decagon's careers page and normalized into a canonical job model.